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Application support analyst


This is a Full-time position in Montreal, QC posted January 14, 2020.

Explorance is a rapidly growing software company recognized for its unique workplace culture.

We strive to be the best we can for our people, our customers, and the community.

We are currently looking for an Application Support Analyst, who is going to be responsible for supporting Explorance’s web applications for customers.

This includes interacting and communicating with our internal teams to solve problems.

The role also includes consulting with customers on how to best integrate Explorance’s application to 3rd-party systems to meet their automation and scalability needs.What you will do as our new Application Support AnalystServe as a single point of contact while effectively and cooperatively providing superior customer support and problem resolutionCreate service requests and properly document all customer interactions and troubleshooting actions in the department’s case management systemProvide tier 2/3 functional and technical support on Explorance software solutionsConfigure and implement new functionality in the Explorance software solutionsLog, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAsProvide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolvedAssist in new implementations, installations, upgrades and migrations of existing customers systemsInvestigate issues with customer IT systems such as SSO, LMS, SISProvide basic technical and web application training to new customers when requiredCommunicate and coordinate with internal departments when addressing software bugs or new releasesOccasionally perform Quality Assurance tasks for testing of new software versionsFollow procedures, and continually improve internal processes for maintenance of solutions that are in productionCollaborate with developers and QA team for high quality, delivery on timeHere’s what you’ll bring to the rolePassion for helping customers with strong customer service skillsMinimum 3 years’ experience in IT related fieldMinimum 3 years customer support/technical support experience with enterprise softwareRelevant technical work experience, deploying web applications in IIS including server and network administration.Experience with system integration, a good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualizationStrong analytical problem solving and decision-making skillsExperience working with multiple stakeholders in a problem-solving environmentExceptional communication skills, both oral and written with client interaction experience at executive levelsAbility to handle difficult or sensitive situations with diplomacy and tactExcellent time management and organizational skillsCreative, self-motivated, with good interpersonal skillsAbility to work independently and as part of a teamAttention to detailEnglish and French (both verbal and written) Other languages are a plusTechnical or Business Diploma in related fieldExperience working with Microsoft Server 2012/2014, MSSQL 2012/2014, IIS 7.5/IIS 8Experience with SQL Database querying and with MS ExcelSetup and administration skills for MS Windows servers, MS SQL Server installation and configurationNice to Have:Technical Certifications: MicrosoftExperience with HTML CSS, XMLExperience working with web services APIsKnowledge/Experience working with cloud offerings such as Microsoft Azure or AWSOther languagesAvailability:Must be willing to work outside of “normal” business hours (i.e.

evenings, nights, weekends) to provide support coverage for our international customers (24/7 Pager/On-Call Rotation)